Customer Grievance Policy
In today's competitive era and constantly evolving business, we at Eko Bharat Ventures Private Limited (formerly known as Eko India Financial Services Private Limited) ('Company') take pride in keeping our customers at the centre of all our strategies and initiatives, and are committed to deliver best in class customer service to all our existing and new customers at all times.
As a service organization we promote "Excellence in Delivery" and hence feedback from our valued customers forms an integral part of all decisions taken by the Company. The feedback provided by our customers is treated as an asset to the Company, evaluated and customized to improve our products and services.
This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantee and timelines by which we will try and ensure resolution to our customer concerns.
Our Principles:
- Customers remain the Key focus for all initiatives and strategies developed in the Company.
- "Delighted" Customers are a necessity for business growth and survival.
- Our Customers and their Feedback is treated as the most valuable asset for the organization, forming the foundation for development and innovation.
- We endeavour to simplify our customer's life through our innovations and product offerings.
- Constantly evolve and invest in our grievance redressing systems for a seamless service delivery.
Our Promise:
- All grievances will be dealt with, promptly and courteously.
- We promise to resolve any or all issues faced by our customers effectively and within the communicated time frame.
- All Service Level Agreements and turnaround time for each third party transaction would be published on our website.
- The Company has a dedicated team to manage customer queries and ease out grievances if any.
- We value your feedback.
All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.
Escalation: Level 1
Our customers can inquire, insist, or complain through the following mediums:
These mechanisms are dedicated for redressing customer complaints, providing online resolution wherever possible, and capturing valuable feedback regarding our services.
Customer Resolution Timelines:
- Customer Engagement Centre team will acknowledge the grievance within 48 hours on receipt of complaint (email response or answering the call).
- A reference number will be provided for all future communication around the particular complaint.
- The customer care executive will try to resolve the issue within 7 days after acknowledgement.
- All complaints would be closed based on the customer's feedback only and acceptance of closure.
If the complaint is not resolved within the given timelines or the response is unsatisfactory, the customer can escalate to Level 2 with relevant details such as the Complaint Reference Number. Note: escalations without a complaint reference number will not be treated as complaints.
Escalation: Level 2
In case the customer is not satisfied with the response from customer service executive, escalation to Level 2 can be triggered.
Escalation: Level 3
In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated at Levels 1 & 2, the customer can escalate to the highest level:
Important: All complaints at Level 3 will be considered only if the complaint number given at Level 1 is included in the complaint.